Customer Support Associate
Support - Lagos (Remote)
About the Role
The Customer Support Associate serves as the first point of contact for users across all our financial products. The purpose of this role is to guide customers through onboarding, payments, virtual card, investment processes and other services; resolve technical and operational issues; ensure timely and complete resolutions; and deliver a consistently excellent customer experience. The role also provides reliable follow-up on escalations, supports compliance checks, and contributes to improving support systems and workflows.
Primary duties and responsibilities
Customer Interaction & Issue Resolution
- Serve as the primary contact for users across all channels, responding to inquiries with clarity, patience, and speed.
- Guide users through onboarding steps, including account setup and KYC verification, resolving documentation or submission errors.
- Help customers complete banking actions such as deposits, withdrawals, transfers, and currency conversions.
- Support users on profile management, security settings, rewards, and other account features.
- Troubleshoot virtual card issues, including activation, declines, pending transactions, pay-ins, and payouts.
- Explain and simplify compliance processes such as AML checks, account holds, and risk flag notifications.
- Provide specialised support for high-risk transactions, compliance inquiries, and advanced troubleshooting.
Product Understanding & Advisory
- Explain product features, terms, and risks for investment and savings products.
- Assist users in interpreting portfolio reports, returns calculations, and balance discrepancies.
- Act as an internal liaison for issues involving third-party partners (e.g., payment or stablecoin integrations).
Internal Collaboration & Process Improvement
- Escalate technical, financial, or compliance issues to the right teams and ensure complete follow-up.
- Share customer insights to help improve product features and service processes.
- Contribute to building and refining customer support workflows, documentation, and standard operating procedures.
Performance & Compliance
- Meet or exceed SLAs, including response times, resolution times, and CSAT targets.
- Handle customer data and sensitive information with accuracy and strict compliance.
- Promptly handled approximately 100 daily customer inquiries via live chat and email, ensuring timely resolution.
- Maintain professionalism, sound judgment, and calm communication, especially during risk- or fraud-related incidents.
Job Requirements
- 0–2 years of professional work experience (fresh graduates and early-career candidates are strongly encouraged to apply)
- Strong critical thinking and problem-solving ability, you'll regularly encounter situations with no exact script, and need to reason through the right response rather than default to a template
- High coachability: genuinely open to feedback, correction, and repeated practice without taking it personally.
- You should be energised by being told "do it this way" and improving from it, not defensive about it
- Comfortable with a fast-paced, high-accountability environment, this is detailed, sometimes repetitive, sometimes stressful work involving real customer money and real customer frustration.
- Strong written communication skills, clear, empathetic, and grammatically sound English.
- Basic comfort with learning new tools quickly (we use ticketing and QA platforms you'll be trained on, but you should be the type who explores a new tool rather than waiting to be shown every click)
- Resilience under repetition and correction: you'll be scored, coached, and re-coached regularly as part of how we maintain quality.
- Prior customer support is a plus, but not required; we are prioritising trainability and attitude over tenure
We are specifically looking for people who:
- See feedback as fuel, not friction
- Can hold two things at once: empathy for the customer and discipline to follow process
- Are excited to build foundational career skills here, not coast through a "starter job"
Additional information
🔝 Remote friendly
👩🏻⚕️ Health Insurance
🎓Training Budget
😎 Team building events
🤩 Growth Opportunities
💰Paid Time Off
